CRM Magazine Roundtable

October 5; Webinar

Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. Attendees will learn how to quickly discover customer issues and behavior trends through analytics to make informed decisions, proactively drive companywide actions that increase revenue and customer loyalty, and help reduce cost and risk.

The Insider’s Guide to Customer Experience

October 6; Loyalty 360 Webinar

Verint’s Brian Koma, vice president and CX practice leader, and Sean Mahoney, CCXP, director, solutions consulting, will present “How Effectively Are You Delivering Value to Customers?” at 1 p.m. ET.  A key indicator of customer loyalty is the effectiveness in delivering value to customers. Too often organizations measure against internal metrics, such as customer satisfaction—an inaccurate predictor of customer loyalty. These customer experience experts will demonstrate new approaches for measuring the effectiveness of value delivery to customers, help diagnose the current state of a CX program, identify strategies to measure the effectiveness of value delivery, and offer practical—and tactical—actions to make a difference quickly.Globe-clocks_resized2.jpg

Govware 2016

October 10-12; Suntec City, Singapore

Verint’s Dr. Benson Wu, general manager, Verint Taiwan, will present “Accelerating the Path to Breach Detection & Response Through Automated Investigations” on October 12 at 11:45 a.m. SGT. Overwhelmed by thousands of daily alerts from disconnected security products, security operation teams rarely discover true attacks. However, better insights into threat data lead to better decisions. Dr. Wu will discuss how to stay one step ahead of ever-growing cyber threats by discovering how to enhance your detection and response using a comprehensive intelligence-driven approach, alleviate alert overload, boost analyst productivity and accelerate response through automated investigations, and equip your security operations with better information—rather than just more.

Knowledge Is Power: Arm Your Next-Generation Workforce

October 13; Webinar

Verint’s Scott Hays, vice president, global solutions marketing, and guest presenter Ian Jacobs, senior analyst, Forrester Research, will present “How Can I Provide More Context and Consistency in My Contact Center Interactions?” at 2 p.m. ET.  Today almost every organization wants to improve the speed, quality and consistency of customer service interactions. A critical component to customer service success, Knowledge Management helps improve the speed, accuracy, quality and consistency of information provided to customers. Hays and Jacobs will address how to encourage knowledge adoption, share and collaborate among customer service employees, and help ensure that consistent, contextual knowledge is accessible to agents across channels.

CRMXchange Roundtable Webinar

October 18; Webinar

Hays will also participate in a roundtable webinar called “Best Practices to Enhance Customer Loyalty and Employee Engagement” at 2 p.m. ET. This panel will focus on the positive impact that customer loyalty and employee engagement can have on corporate performance—and help attendees understand which techniques and technologies can prove to be most effective.

Insurance Data and Technology Asia

October 18; Hong Kong

Ziv will present “Transforming Digital Engagement Through Smart Analytics to Counter Industry Threats from Fintech” at 8:30 a.m. HKT. As digital transformation and personalized customer data gains more traction in Asia, insurers can help improve their sales and retention rates by investing in technology and data analysis that gives their customers more control across every channel. This Hong Kong breakfast briefing will bring together senior insurance leaders to discuss excellence in customer engagement making the best use of data, technology and analytics.

Customer Experience Management (CEM) in Telecoms World Summit 2016

October 21; Singapore

Moving through Asia, Ziv will present “Achieving End-to-End Customer Engagement Optimization Powered by Analytics” at 12 p.m. SGT. Understanding customers by leveraging the most powerful customer analytics tools available today is critical for staying ahead of the competition—however, translating insight into action is where the true differentiation and return on investment are achieved. Ziv will share customer case studies from telecom companies around the world who have successfully achieved both insight and action with significant ROI.

Knowledge Is Power: Arm Your Next-Generation Workforce

October 27; Webinar

The second in the Knowledge Is Power series will take place with Verint’s Kelly Koelliker, director of solutions marketing, presenting “How Do I Improve Customer Service Efficiency and Productivity?” at 2 p.m. ET. Koelliker will discuss how knowledge management greatly improves access to information during a service interaction, how best practices in a knowledge management implementation can help ensure success, and how to measure and track efficiency and productivity gains.

CRMXchange WFM/PM Virtual Conference

October 31; Webinar

Verint’s Craig Seebach, vice president, business strategy, enterprise WFO, will present “Effective Scheduling for the Back Office and Blended Environment” at  2 p.m. Forecasting and scheduling in customer support centers have grown more complicated with the merger of phone and multiple channels—and the increasing volumes of back-end processing work. Seebach will discuss new approaches to accurately determine capacity requirements, including capturing accurate handle times for the various work types, factoring backlog or carry-over work into workloads, updating skill profiles for multi-skilled customer service reps, and making dynamic, intraday reassignments of activity types to help ensure service level agreements are met.